1. If you smell cigarette smoke coming from your neighbor's unit, try talking to them politely first before contacting your property manager. If the problem continues, notify your manager and document the dates, times, and location of the smell. 2. If water is leaking from your neighbor's unit and damaging your property, first shut off the water and notify your property manager. Take photos of the damage and file an incident report including details of the leak. Your insurance companies will handle claims from there. 3. If you see flames or smoke coming from your neighbor's home, call 911 immediately and follow your community's fire safety protocol.

1. REPORTING AN ISSUE
IN YOUR ASSOCIATION:
WHO SHOULD
YOU CALL?

2. 1
I smell cigarette smoke within my apartment and
it’s emanating from my neighbor’s unit.
If this is the first time you have experienced this and you can tell where the
smoke is coming from, try to casually approach your neighbor to let them
know that the smoke is bothering you. If you are uncomfortable approaching
your neighbor to make them aware of the problem, you should contact your
property management staff to take the appropriate action. If the problem
persists after the neighbor has been notified, you should report the issue
again. When you do, make sure to accurately document all dates and times,
including where you can smell the smoke in your apartment.

3. Water is leaking from my
neighbor’s apartment into my unit
and it’s damaging my ceiling and walls.
First, get the water shut off. Immediately notify your property’s staff so they
can identify the source of the leak and try to stop it. Document the damage with
photos. Next, send a written report, including the images, date and time of the
incident and list of damages, to your property manager so an incident report can
be created and the building’s insurance company notified. Notify your insurance
company at the same time. If your neighbor’s appliances or fixtures are at fault,
the property manager will notify them and ask them to contact their own insurance
company. The insurance companies will take the claim from there.
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4. I can see flames and smell
smoke coming from my
neighbor’s home.
Call 911 immediately and then follow
your association’s fire safety protocol.
I witnessed residents and their guests damaging
common areas.
Immediately report this behavior to the property manager or other building staff so
that appropriate action can be taken against the responsible party. It’s important to
report specific information to support the damage claim: where damage occurred
and when, how it occurred, and if known, who was responsible. Your property
manager will also assess if any violations, fines or further action should be taken.
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5. Someone’s parking in my assigned parking spot.
Most parking issues are the result of ignorance or an honest mistake. If
the car belongs to another resident, and you know who the owner is, try to
casually approach the individual about the parking issue. If the problem
persists or you don’t know the owner of the vehicle, contact your property
manager so they can take appropriate action to resolve the issue, which
may include towing the illegally parked vehicle.
My neighbor isn’t cleaning up after his dog.
If you see this happen, try speaking to your neighbor, if you feel
comfortable doing so, and remind them of your community’s rules
about cleaning up after pets. If that approach doesn’t
resolve the issue, contact your property manager.
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6. My home was broken into.
Call 911 immediately to report the incident. Do
not enter your residence until the police have
communicated that it’s safe to do so. Afterward,
contact your property manager. Notifying your
local law enforcement of the situation first will
ensure your personal safety and the safety of all
residents in your community.
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The roots from my neighbor’s tree
are spreading into my yard.
First, make your neighbor aware of the issue and see how they plan to handle it. If
you and your neighbor can’t agree upon a resolution, contact your local city or county
mediation office. Your local code enforcement office may be able to assist you as well.
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7. There is a group of people jumping the fence in the
middle of the night to swim (outside of pool hours).
If you are concerned that the people involved aren’t residents and are trespassing,
call 911. If you are able to identify the individuals as current residents, contact your
property manager and provide details on the incident. This information will allow your
management team to provide proper communication to the residents and put security
personnel, if applicable, on alert. Your manager may work with your association board
to install security cameras around the property, if necessary.
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8. My trash isn’t being picked up on
schedule.
Contact your municipal waste department to report the
problem. Afterwards, contact your association board
or property management company so they are able to
follow up as necessary.
I am going to host a party at my house and will need to
allow guests through the community gates.
Ask your property manager about the protocol for admitting guests
into your community; it may be as simple as adding their names
to a list or having the front gate phone you to let them in. As
a courtesy, let your neighbors know about your event in
advance to avoid any potential complaints. Be sure to let
your guests know where they are permitted to park.
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9. I put signage in my yard and I’ve received a violation
letter explaining the consequences. I don’t agree with
this at all!
First, review your association’s governing documents
to understand the rules and regulations surrounding
yard signage. If you strongly disagree with the
community’s governing documents, you should
contact your association board directly. Your
board is responsible for establishing your
association’s rules as well as the consequences
for violating these rules. If you have concerns
with the consequences for violating a
rule or policy, please also direct this
communication to your association board.
VIOLATION
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10. Policies and compliance exist to protect all association members
and guests, even when you may not agree with all of them. Your
association’s policies help to protect your property value and
enhance the lifestyles of all residents within your community.
To learn more about how a professional property management
company can help you clearly communicate rules and enforce
them within your association, contact FirstService Residential,
North America’s leading property management company.